{
  "ucid": "21112178893908651",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 13:01:26",
  "end_time": "2026-09-09 13:02:29",
  "duration_sec": 63,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAac6b751b34590e2b6719965e79906862.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 506,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893908651__DIAac6b751b34590e2b6719965e79906862.mp3",
  "audio_bytes": 119016,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 39.672,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[2s] CUSTOMER: Hello?\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello?\n[5s] AGENT: Hello.\n[5s] AGENT: Yes sir, am I speaking with Aniruddh ji? From the other side?   (हाँजी सर, अनिरुद्ध जी वात करे? सामने थी?)\n[8s] CUSTOMER: Where are you calling from, ma'am?   (कहाँ से बोल रहे हैं मैम आप?)\n[9s] AGENT: Sir, I am calling you from the JSW One platform.   (सर मैं JSW One प्लेटफॉर्म से कॉल कर रही हूं आपको।)\n[11s] CUSTOMER: From JSW marriage?   (JSW marriage से?)\n[12s] AGENT: JSW One platform. E-commerce group of JSW One.   (JSW One प्लेटफॉर्म। E-commerce group of JSW One.)\n[16s] CUSTOMER: Ma'am, I am a bit busy in a meeting right now, can I call you back in a little while, please?   (मैम मैं थोड़ा अभी किसी मीटिंग में बिजी हूं, मैं थोड़ी देर में फोन करूं प्लीज आपको?)\n[19s] AGENT: Okay sir, I will call you back. Should I call tomorrow or at this time?   (ठीक है सर, कॉल बैक करती हूं मैं आपको। कल कॉल करूं या इस टाइम पे?)\n[22s] CUSTOMER: No, call me back in an hour, ma'am.   (नहीं, एक घंटे में कॉल बैक कर लीजिए मैम।)\n[24s] AGENT: Yes sir, I will do that. Thank you.   (जी सर, मैं कर लूंगी। Thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Gujarati\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: The customer initially mishears 'JSW One' as 'JSW marriage'. The agent begins in Gujarati before switching to Hindi.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When opening a customer-led call, immediately reference the customer's action on the platform to provide context and avoid confusion.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a customer regarding a platform submission, but failed to establish context. The customer, who was busy in a meeting, did not understand the reason for the call and requested a callback in one hour. The agent agreed and ended the call without discussing any business details.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only stated her origin and did not reference the customer's action on the platform, leading to customer confusion.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any requirements could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the agent had an opportunity to ask any discovery questions.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discussion of price, stock, or closure could occur.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling you from the JSW One platform.\", \"comment\": \"The agent did not get to a pitch, and therefore did not deliver an unnecessary one.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When opening a customer-led call, immediately reference the customer's action on the platform to provide context and avoid confusion.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a customer regarding a platform submission, but failed to establish context. The customer, who was busy in a meeting, did not understand the reason for the call and requested a callback in one hour. The agent agreed and ended the call without discussing any business details.\"}",
  "error": null,
  "latency_ms": 34729,
  "input_tokens": 2998,
  "output_tokens": 608,
  "created_at": "2026-09-25 11:15:23",
  "sentiment": "negative",
  "sentiment_score": -0.303,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.589,
  "agent_talk_sec": 12.6,
  "customer_talk_sec": 8.8,
  "dead_air_sec": 41.6,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 266.7,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 56,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893908651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.22,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 3.36,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893908651",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.3,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.56,
      "end_s": 4.94,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893908651",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.08,
      "end_s": 7.8,
      "text_en": "Yes sir, am I speaking with Aniruddh ji? From the other side?",
      "text_native": "हाँजी सर, अनिरुद्ध जी वात करे? सामने थी?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.94,
      "text_en": "Where are you calling from, ma'am?",
      "text_native": "कहाँ से बोल रहे हैं मैम आप?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.06,
      "end_s": 10.84,
      "text_en": "Sir, I am calling you from the JSW One platform.",
      "text_native": "सर मैं JSW One प्लेटफॉर्म से कॉल कर रही हूं आपको।"
    },
    {
      "ucid": "21112178893908651",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.26,
      "end_s": 12.2,
      "text_en": "From JSW marriage?",
      "text_native": "JSW marriage से?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 15.24,
      "text_en": "JSW One platform. E-commerce group of JSW One.",
      "text_native": "JSW One प्लेटफॉर्म। E-commerce group of JSW One."
    },
    {
      "ucid": "21112178893908651",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.54,
      "end_s": 19.04,
      "text_en": "Ma'am, I am a bit busy in a meeting right now, can I call you back in a little while, please?",
      "text_native": "मैम मैं थोड़ा अभी किसी मीटिंग में बिजी हूं, मैं थोड़ी देर में फोन करूं प्लीज आपको?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.04,
      "end_s": 21.8,
      "text_en": "Okay sir, I will call you back. Should I call tomorrow or at this time?",
      "text_native": "ठीक है सर, कॉल बैक करती हूं मैं आपको। कल कॉल करूं या इस टाइम पे?"
    },
    {
      "ucid": "21112178893908651",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 23.54,
      "text_en": "No, call me back in an hour, ma'am.",
      "text_native": "नहीं, एक घंटे में कॉल बैक कर लीजिए मैम।"
    },
    {
      "ucid": "21112178893908651",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.82,
      "end_s": 25.5,
      "text_en": "Yes sir, I will do that. Thank you.",
      "text_native": "जी सर, मैं कर लूंगी। Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178893908651",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent only stated her origin and did not reference the customer's action on the platform, leading to customer confusion."
    },
    {
      "ucid": "21112178893908651",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before any requirements could be revalidated."
    },
    {
      "ucid": "21112178893908651",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the agent had an opportunity to ask any discovery questions."
    },
    {
      "ucid": "21112178893908651",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any discussion of price, stock, or closure could occur."
    },
    {
      "ucid": "21112178893908651",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am calling you from the JSW One platform.",
      "comment": "The agent did not get to a pitch, and therefore did not deliver an unnecessary one."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}